Entourage 2004 - unexpectedly quits when clicking on font color and color background

[tlassek]

I have 2 users on campus who were using Mac OS 10.3. I recently did an
upgrade to 10.4 and ran all the updates to 10.4.10 and then ran the
Microsoft Office updates that allowed reading of Office 2007 files
(previous updates had already been ran). Most of the time I re-image
my users computers but did not on these 2 computers. They are both
using G5 1.8 DP. They are fully patched in both 10.4 and Office 2004.

Now, since the upgrade, whenever they click "HTML on" in a new message
and then click either font color or color background, Entourage
unexpectedly quits. It is reporting the message to Microsoft.

I have deleted all of the Microsoft preferences files in their user
account and also deleted the Microsoft Folder in Application Support.
This did not fix the problem.

I have searched the web and have found others with this issue but no
one has posted a resolution.

Any suggestions?

Theresa

 

[Corentin Cras-Méneur]

I have 2 users on campus who were using Mac OS 10.3. I recently did an
upgrade to 10.4 and ran all the updates to 10.4.10 and then ran the
Microsoft Office updates that allowed reading of Office 2007 files
(previous updates had already been ran). Most of the time I re-image
my users computers but did not on these 2 computers. They are both
using G5 1.8 DP. They are fully patched in both 10.4 and Office 2004.

What version of Entourage 2004 are they using??

Now, since the upgrade, whenever they click "HTML on" in a new message
and then click either font color or color background, Entourage
unexpectedly quits. It is reporting the message to Microsoft.

That was a known issue of a previous version of Entourae. It 8shold8
have been corrected a little while ago. If I were you, I'd check that
Office is perfectly up to date,

Corentin

 

[tlassek]

That was a known issue of a previous version of Entourae. It 8shold8
have been corrected a little while ago. If I were you, I'd check that
Office is perfectly up to date,

Corentin

--

The version on this computer is 11.3.6. I did patch the system when I
did the upgrade. I just went back to the computer and there was an
upgrade to 11.3.9 but this doesn't seem to affect Entourage (only
affected Word). I checked my computer (which I am not having the
problem) and it is also on 11.3.6 of Entourage.

When I run updates - it says there are no updates for this computer.

 

[Corentin Cras-Méneur]

The version on this computer is 11.3.6. I did patch the system when I
did the upgrade. I just went back to the computer and there was an
upgrade to 11.3.9 but this doesn't seem to affect Entourage (only
affected Word). I checked my computer (which I am not having the
problem) and it is also on 11.3.6 of Entourage.

When I run updates - it says there are no updates for this computer.

Well it should have been corercted in 11.3.6 already., This is really
weird...
All I can think of then is some sort of corruption. I would repair
permissions and eventually trash the preferences for Entourage (they're
easy to setup again, they're really minor, none of the account
information, rules, etc are stored there, it's just date formats,
coloring options, etc),

Corentin

 

[Diane]

Use "Remove Office" and re-install Office after applying the latest combo
updater from Apple..

Using the combo updater from Apple rather than using Software Update
overwrites potentially problem-causing files. Several users have reported
this fixed some odd problems they were having with Entourage. Combo updaters
will install on the same version as they¹re applying‹no need to roll back or
do a clean install.

Mac OS X 10.4.10 Combo Update (PPC)
<http://www.apple.com/downloads/macosx/apple/macosx_updates/macosx10410combo
updateppc.html>

Mac OS X 10.4.10 Combo Update (Intel)

<http://www.apple.com/downloads/macosx/apple/macosx_updates/macosx10410combo
updatev11intel.html>


Let me know how this works.

 

[tlassek]

Use "Remove Office" and re-install Office after applying the latest combo
updater from Apple..

Using the combo updater from Apple rather than using Software Update
overwrites potentially problem-causing files. Several users have reported
this fixed some odd problems they were having with Entourage. Combo updaters
will install on the same version as they¹re applying‹no need to roll back or
do a clean install.

Mac OS X 10.4.10 Combo Update (PPC)
<http://www.apple.com/downloads/macosx/apple/macosx_updates/macosx1041...
updateppc.html>

Mac OS X 10.4.10 Combo Update (Intel)

<http://www.apple.com/downloads/macosx/apple/macosx_updates/macosx1041...
updatev11intel.html>

Let me know how this works.

Hi,

I did remove all of the Microsoft Preferences and plist files
yesterday (in the UserName Library)

I will try to remove office and reinstall office after doing the Mac
OS Combo update. I did go from 10.4 to 10.4.10 and I believe it did
the combo update through Software update but it doesn't hurt to run
that again.

I have learned my lesson, I will re-image from now on...

I will report this afternoon about my success (or non-success).

Theresa

 

[tlassek]

Here are the results - 2 computers, same exact configuration
(hardware).

Computer A - I ran the Combo Update and it fixed the problem.

Computer B - I ran the Combo Update and problem still existed. I
uninstalled and reinstalled Office 2004 and ran all the updates and
problem still exists.

Any other advice?

Theresa

 

[Diane]

Computer A - I ran the Combo Update and it fixed the problem.

Good news!

Computer B - I ran the Combo Update and problem still existed. I
uninstalled and reinstalled Office 2004 and ran all the updates and
problem still exists.

Any other advice?

You'll need to do an "Archive & Install". Archive and Install

Make sure to choose the options to maintain your user settings. Once the
install has finished, your system will be at whatever level the disk you
have is. So if your Install DVD/CD disk is 10.3.3, that's what version of OS
will be on your Mac. You will need to download the appropriate Combo Updater
from Apple's site to restore the system to a higher version. After you run
the combo, allow Software Update to download and install any additional
updates.


The Combo updater is not available from Software update. Be sure to download
from the Apple downloads page.

 

[tlassek]

Thank you for your help! I think I am just going to re-image this
computer as this will bring the user to more current applications
(such as Adobe products). It will probably be a couple of weeks before
the user lets me have her computer again for a few hours as it is a
busy office.

I appreciate your help and assistance!

Theresa

 

[hmarquis]

Hi Diane,
I am suffering from the color selector crash as well. Any ideas or
suggestions?

Thanks

Hank

 

[Diane Ross]

I am suffering from the color selector crash as well. Any ideas or
suggestions?

What OS? What version of Entourage?

What have you tried?

Did you remove this font cache file?

~/Library/Preferences/Microsoft/Office Font Cache (11)

Did you test in a new Entourage Identity?

Did you test in a new User?

 

[hmarquis]

Hi Diane,
- OS X 10.5.1
- Entourage 11.3.6
- Removed cache; fails with new identity and user as well.

Hank

 

[Diane Ross]

Next would be to do an "Archive & Install". If this were Tiger, I would
recommend using the combo updater, but since this is Leopard that leaves,
for now, the "Archive & Install" method.

 

[hmarquis]

What exactly is "archive and install"?

Thanks

Hank

 

[Diane Ross]

What exactly is "archive and install"?

Archive and Install is an option on your Mac OS install disk.

Make sure to choose the options to maintain your user settings. Once the
install has finished, your system will be at whatever level the disk you
have is. So if your Install DVD/CD disk is 10.5, that's what version of OS
will be on your Mac. You will need to download the appropriate Updaters from
Apple's site to restore the system to a higher version.

Steps:

Start up from your Mac OS X Install Disc

Click the volume that you wish to install to---this would be your current
boot volume

Click Options. The installation options sheet appears.

Select Archive and Install.

Select the volume which already has Mac OS X installed

The "Archive & Install" method is used so you don't have to erase your drive
and start over. Search Apple Help for more info.

 

[tlassek]

Just an update on my Computer B.

After first rebuilding the database and repairing the message list,
these actions didn't fix it. I then ran the Mac OS Combo update and
reinstalled Entourage 2004 and ran all the updates and still had the
problem. I planned on re-imaging the computer and brought it back over
to my desk to do this last week. On a whim, I rebuilt the database one
more time and that ended up fixing it.

So my user is happy and I am happy that I didn't have to re-image the
darn computer!

Thanks for your assistance here.

Theresa



On Nov 7, 6:20 pm, Diane <